I am getting poor service from a matter regarding the estate of my MIL from a major bank . I fire off an email to the office of the president and i do get a response from a customer relations manager , so it trickles down to someone
that will actually direct somebody to do something.
It has helped as you know that old saying of how it flows downhill.
I know it doesnt get to the President , but i do get some action and response.
So , advising the OP to contact the office of the big guy is appropriate.